|
|
 United Agent told me to shut up. Unacceptable
Posted Fri December 18, 2009 1:02 pm, by Willis W. written to United Airlines
Write a Letter to this Company | Rate this Company
On Thurs. December 17th, I flew United Airlines from LAX to MCI with a connection in Denver. I have no complaints for the first leg of my trip.
After an hour delay for the second flight, I was prevented initially from boarding the plane at Gate B18 around 1:30pm. The United agent said that my bag was too large. We placed it on the size chart and it fit. She flipped it again, and said it exceeded the line. I explained that I couldn't check the bag b/c it was a soft pack protecting my music equipment. Furthermore, it fit squarely in 1/3 of the overhead cabin space.
I stepped out of the line nearly 15 feet away, and remained there until supervision came to the gate. This distance can be corroborated by supervision. The United agent proceeded to check in other passengers with larger items and some with more than two bags. I told her that my problem was not with the carry-on policy, but that she was expressly enforcing the policy unequally. After I requested to speak to supervision, she eventually started advising passengers in blatant violation of the carry-on policy that they would need to check their bags if their carry-on items didn't fit, but she allowed them all to board the plane. This can all be collaborated by the remaining passengers present during this entire transaction. I have two passengers, including one of United's frequent flyer first class passengers who she made board the flight as he sat to witness the discriminatory policy enforcement, who agreed to verify the matter should United fail to remedy appropriately.
When the agent shut the gate door, I asked her again for a supervisor. She said, "don't get all "attitudey". In her mis-characterization of me, I replied that I wasn't getting attitudey. I wanted to speak to a supervisor before the plane took off and I would be stuck in Denver. I told her that I was a law student concerned about my rights, to which she replied [verbatim] "oh just shut up, you can say you're a law student all day".
I was shocked and asked her if she actually told me to shut up. I reminded her that she was a agent of the company and her actions were clearly in violation of United's Business Code of Ethics. She replied, "I know I'm an agent." I was not referring to her position, but the liability that she was creating by her conduct for United as the principle under agency law.
Upon my third request to see supervision, she called security. The entire time I maintained a clear distance, since it was clear that she was going to attempt scapegoating her wrongful actions by saying that I was behaving belligerently. Security arrived and I explained my situation, he had another agent check to see if there was overhead room, and after it was verified that there was room on the plane, he allowed me to board. Again, security will corroborate my demeanor and distance from the agent. I wanted to resolve the issue, not create a disturbance.
In regards to other passengers in violation of the carry-on policy, he apologized and explained on our walk to the plane that sometimes agents don't catch everything. I told him that I completely understand the policy, and that I articulated my understanding to this particular agent, but the problem arose with this agent's knowingly unequal enforcement of the policy before and after I was denied boarding and the fact that she told me to shut and stop acting "attitudey". The supervisor did request to keep my boarding pass and I complied. My impressions is that there was some documentation that occurred after I boarded.
I have never been treated this way nor told to shut up by airline personnel, and this incident cannot go unaddressed. I am absolutely appalled that she found this behavior to be acceptable.
She violated the following sections of United Airlines Code of Conduct
Personal Responsibility
"All employees are required to abide by all applicable governmental laws, rules and regulations, United policies, including this Code, and all other standards of ethical conduct. In addition, employees must promptly report any violation of such laws, rules, regulations and policies to an appropriate person within the company."
Making Ethical Decisions
"Each employee is expected to bring professional skills, personal values and good judgment to his/her job at United to assist them in making ethical decisions."
Duty to Report and Seek Assistance
"United’s success in achieving legal and ethical compliance depends on each employee seeking advice before problems occur and reporting incidents that raise compliance issues. It makes no difference if the employee engages in illegal or unethical conduct to benefit themselves and others, or whether they do so in a misguided attempt to benefit United. Good intentions do not justify improper conduct; violations of the law or company policy for any purpose is unauthorized and unacceptable. It is the obligation of all employees to report known or suspected violation of the Code, law or company policies to their supervisor or other resource listed below. Where appropriate, please contact one or more of the following persons to seek assistance and/or report any violations or potential violations."
I would like United Airlines to rebook my return flight direct from MCI to LAX on another airline. This remedy is more than equitable given the agent's express violation of United's Business Code of Conduct. If they will not, then I request to be notified in a timely manner so that I can exercise other legal options.
Willis
 Reply
| Log In/Create an account | 17 comments |
|
|
| PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately. |
 |
 |
 |
|
|
by NathanG Posted Tue December 22, 2009 @ 3:11 PM
|
|
|
I had something similar at southwest when they gave me trouble with my
carry on, yet the guy behind me was able to bring on a dufflebag that
was double the size of mine.
As someone pointed out, and I learned that day its pointless to argue
with them.
It made me laugh a bit too because when I finally got on the plane and
went to stow my bag the duffelbag was taking up a whole storage bin
Reply
|
|
|
|
|
|
by KGBags Posted Mon December 21, 2009 @ 12:24 AM
|
|
|
Were you traveling on similar planes? I often connect to a smaller,
"regional" jet when flying and the overhead space is just not the
same. If the planes were exactly the same, it seems silly that a bag
was allowed on one plane and not the other.
All things considered, I have to imagine that receiving legal advice,
information on her "code of business ethics" and other matters
regarding her job may have seemed a bit condescending to the employee.
I bet that she is aware of her duties and how to perform them without
your reminders. How would you feel as a lawyer if a client came in
and instructed you exactly how to do your job as a lawyer based on
some legal cases he or she has read? It does seem like she lost her
cool by telling you to "shut up", hopefully she can learn to deal with
customers, even those that argue with her, in a more constructive
manner.
As far as legal options, I have to wonder, was your property damaged
by checking the bag? I am sorry if it was!
Reply
|
|
|
|
|
|
|
|
|
|
|
|
"I told her that I was a law student concerned about my rights"
Tell you what. Once you successfully graduate law school and pass the
bar exam, then go ahead and play the lawyer card. But there isn't
really a "law school card" that's going to help you.
One thing you may want to consider: Arguing with an airport gate
employee is about as helpful as arguing with a cop. In other words,
it's not. There's no way to come out ahead.
Reply
|
|
|
|
|
|
|
|
by Steve OH (IO) Posted Fri December 18, 2009 @ 11:24 PM
|
|
|
of people (some of them even law students) play the Law Student card.
Right or wrong, some people don't like it. It can be seen as an
attempt to intimidate, and people in customer service are used to all
sorts of tactics by customers trying to get their way. It's quite
possible that this woman has been confronted by a Law Student before
this.
Having said all of that, what are your damages? You and your carry-on
got to your destination on the flight you had booked. Your feeling s
may have been hurt, but I don;t think that warrants them making
alternate travel arrangements for you. If you are so upset that you
cannot fly home on United, you would be responsible for any
cancellation fees. I don't think your legal options will find you an
out just because someone told you to shut up.
Yikes, I can only imagine how many people would write letters
complaining about Little Richard!
Reply
|
|
|
|
|
|
|
|
|
|
by Donno Posted Fri December 18, 2009 @ 3:21 PM
|
|
|
I'm left wondering what other, more appropriate ways, the agent could
have communicated what she was thinking.
Reply
|
|
|
|
|
|
I disagree
by Donno Sat December 19, 2009 @ 1:24 AM
|
|
|
|
|
|
agree
by andrea f. Sat December 19, 2009 @ 10:29 AM
|
|
|
|
|
though...
by PepperElf Sat December 19, 2009 @ 11:48 AM
|
|
|
|
|
|
|
SHARED LETTERS 
del.icio.us
Digg this
